KUALA LUMPUR, June 6 — FamilyMart Malaysia has apologised over an incident involving a delivery rider who was allegedly splashed with hot soup in a viral video, saying it has already attended to the rider’s wellbeing.
In a statement yesterday, the convenience store chain said it regretted the incident and the delay in providing an update on the matter.
FamilyMart Malaysia said the company has taken steps to ensure the delivery rider’s welfare is being addressed, while also cooperating fully with the authorities in their ongoing investigation.
The company added that it is conducting its own internal probe into the incident.
“FamilyMart Malaysia reiterates that we do not tolerate any rude, unsafe or disrespectful behaviour towards anyone, including customers, staff, delivery personnel and business partners at our stores,” it said.
“We will not compromise in taking the necessary action, and we remain committed to ensuring that our stores are safe and respectful spaces for everyone.”
The company also said employees have been reminded of proper customer service training.
“Thank you for your patience, care and support,” it added.
The incident surfaced after a 23-second video began circulating online on May 28 showing a heated exchange between a delivery rider and a FamilyMart employee.
In a post on X, a social media user claiming to be the rider alleged that he had approached the employee to ask about his order before the worker responded rudely and threw soup at him during the confrontation.
It remains unclear what triggered the dispute.
